No contract information after signing up?

[reh2024]

I signed up over the phone with a sales agent to Virgin broadband on 31/05 and was assured I would receive a text and email confirming my order. 

I received a text about an appointment for my engineer but still no confirmation of my contract - which is worrying as I have provided virgin with my bank details to charge a direct debit, and have no written confirmation of this!

I have rang customer service 3 times now and each agent has assured me that my confirmation will be with me via physical post and email within 24 hours and it is now the 21/06 and I have nothing to state I am in contract with them!!

My engineer is due to arrive today, and I do not want wifi to be installed in my home when I have no confirmation of how much you will be charging me. Please help!!

[Vikki_M]

Hi reh2024

Thanks for your post and welcome to our community. 

We're sorry to hear you haven't received your contract email and other documents.

Please check all junk folders.

I'll send you a private message also to ensure we have the correct email address registered for you.

Please look out for the envelope in the top right of the page and pop back to me when you can.